What's happening?
One sentence briefly describing the incidents
Affected services
List of services (customer facing) so it is clear who will be affected
What are we doing about it?
Action IT are taking to resolve the issue and when they can expect the next update.
We send these out with the subject
- IT major incident initiated: [3-4 words describing it]
- IT major incident update: [ ]
- IT major incident resolved: [ ]
The resolved email format is:
This incident has now been resolved, and we apologise for the inconvenience.
Affected services
List as in the previous emails
What happened?
Brief description about the incident and it's resolution and any additional information they may need (eg if it has been resolved but they might need to do a reboot)